Customer support
Lumendesk
One shared inbox for your team, and a portal where customers follow their request.
Your team answers every customer from one shared inbox, and customers follow their request in a portal instead of chasing you. AI suggests a reply and your agent decides whether to send it. You choose where the AI runs.
Plan B uses Lumendesk every day. Write to us and we will tell you what Lumendesk costs for your team and how we set it up.
Why
Your team should not need five tools to answer one customer.
Email lands in personal inboxes, web forms in another tool, and nobody knows who answered what. Customers write twice. With most AI add-ons, your customers’ messages go to a model you did not choose.
Lumendesk brings every channel into one shared inbox, threads every reply, and lets you choose where AI runs: on our models, with your provider, or on your own server.
What you get
- 01
One inbox for every channel
Email, web forms and your other tools open requests in the same shared inbox.
- 02
Replies stay in one thread
Replies go out and come back in the same thread, so nobody loses the context.
- 03
Customers see where their request is
They submit and follow requests in a portal, with a link sent by email. No password to remember.
- 04
AI drafts, your agents decide
AI suggests a reply, your agent sends it. Choose where the AI runs: on our machines in Québec, with your own provider, or on your own server.
- 05
Safe attachments
Files are scanned for malware before anyone can download them.
- 06
Three roles, signed in with work accounts
Three roles: admin, moderator and agent. Staff sign in with their existing work account.
How it works
- 01
Receive
A message arrives by email, a web form or another tool.
- 02
Triage
It lands in the shared inbox and is assigned.
- 03
Reply
An agent answers, with an AI draft when it helps.
- 04
Resolve
The customer follows it to the end in the portal.
What changes
What changes for your team.
- No customer email stuck in someone’s personal inbox.
- Customers check the portal instead of writing again.
- Your team answers faster with AI drafts and stays in control of what goes out.
At a glance
Lumendesk
- Deployment
- We host it in Trois-Rivières, or we install it on a server at your site. Backups and some files are kept with an outside provider, named in our privacy policy.
- Channels
- Email and web forms. Other tools can open requests through webhooks.
- Data separation
- Each organization’s data is kept separate
- Sign-in
- Work accounts for staff, email links for customers
- AI
- Our models in Québec, your own provider, or your own server
- Live
- Real-time updates across the team
Interested in Lumendesk?
Write to us about your support team. We call you, then you get a written summary: what Lumendesk can do for you, where it stands and the next steps.